Leading with Clarity
Read below to see my BMPs for managing meetings with clients and turning tension into partnership.
If you are going to be effective in leadership, it is essential that you can see where you are going, AND you can maintain focus on that target. This means that you cannot allow others to control the narrative. (See example below of how Larry King controls the direction of the conversation).
This is not about control or dominance. Effectively serving others means understanding their situation and guiding them to the solution to the problem that they are presenting.
When I was leading a team of CRMs, we often discussed methods of effectively managing a meeting. I had a reputation for turning a frustrated client into a buyer. This was not accidental. There is a process I followed. If you put this into practice, I promise you will see a big turnaround in your meetings with clients, co-workers, family, etc.
1. Begin with the end in mind. What do you want to walk away with at the end of the meeting? Before the meeting starts you should already see in your mind how the meeting will go and how you will partner with the client.
2. Ask questions. This leads you to understand the client's feelings, concerns and perceived problems. This is where you have to really maintain clarity. If you give people a wide open door, they may take you to a place where you cannot effectively serve them and get them what they want. Listen effectively and don't object. Be empathetic but be careful not to agree with everything.
3. Validate their concerns. They have to hear you say it. If you don't vocalize your understanding of their situation, they will not feel heard.
4. Provide assurance that you will solve their problems. This is where you can turn things around. With great confidence you can communicate, "we hear you, and we will get these issues addressed." Here is where you can downplay any sense of concern on your part about your ability to solve the problem. If they sense that you are on your heels, they will not allow you the opportunity to maintain the leadership position in the meeting or relationship. They have to know that you are not intimidated by their problems.
5. Pivot to your feelings, concerns and problems. Essentially you are saying, now that I have heard your concerns, I have some of my own. Relationships are a two way street. If you do not maintain that balance, then you become an order taker and lose all power to lead and serve. You must expect and demand your share of the relationship equity and require the client to participate!
6. Ask the client to validate your concerns. This is where you ask them to take part in partnering with you to get the best outcome. Usually you are asking them to make a commitment to pay for additional items that allow you to more effectively serve them.
7. Ask for the sale. This is where you put the client in the position to demonstrate their commitment.
I will give a super simple version of what this looks like in a landscape maintenance contract situation.
You: What are your concerns?
Client: There are weeds everywhere.
You: Yes, I see them. That has to be frustrating for you. How long has this been a problem?
Client: At least 6 weeks.
You: I am sorry that you have been dealing with that. Thanks for making your concerns known and allowing us to fix it.
Client: We value the relationship and trust you to fix this.
You: That partnership is deeply appreciated on our part. We want to turn this around. We will have the team spend extra time here this week and have all the weeds removed by the end of the week. Does that work for you?
Client: Yes that would be amazing.
You: I have some concerns of my own. We have discussed the erosion issues behind building 1 for a few months now. The problem is compounding, and it is reflecting poorly on us and our ability to maintain the property effectively. We need some participation from you to get this resolved. How can we help you feel comfortable with scheduling the repairs?
Client: Well I have to talk to so and so.
You: When can we expect to hear back?
Client: We are meeting tomorrow and I will let you know by weeks end.
You: Can I follow up with you on Friday?
Client: Yes please do.
You: Great thanks again for taking the time to meet with me today.
See the link below to watch Larry King turn things around. I don’t love his question of course but it is amazing how he appears to just take the conversation back.
https://www.instagram.com/reel/Co1Cx7Fg-n6/?igshid=NTc4MTIwNjQ2YQ==
